|Publication number||US6891942 B1|
|Application number||US 09/397,214|
|Publication date||May 10, 2005|
|Filing date||Sep 16, 1999|
|Priority date||Sep 16, 1999|
|Also published as||CA2385796A1, CN1451223A, EP1219099A2, EP1219099A4, WO2001020884A1, WO2001020884A8, WO2001020884A9|
|Publication number||09397214, 397214, US 6891942 B1, US 6891942B1, US-B1-6891942, US6891942 B1, US6891942B1|
|Inventors||Kelvin Porter, Carol Waller|
|Original Assignee||Mci, Inc.|
|Export Citation||BiBTeX, EndNote, RefMan|
|Patent Citations (20), Non-Patent Citations (3), Referenced by (15), Classifications (15), Legal Events (9)|
|External Links: USPTO, USPTO Assignment, Espacenet|
The present invention relates generally to telecommunication systems and, more particularly, to a method and system for using caller preferences to direct special call handling.
With conventional call handling, a caller initiates a telephone call to a callee (also refered to as a called by those skilled in the art of telephony; hereinafter “called”) and the called's phone rings if the called's phone is on-hook. The called's phone rings until either the phone is answered or the caller hangs up (i.e. goes on-hook). If the called is currently on another telephone call, the caller receives a busy signal.
Conventional telephone systems, however, also provide special call handling for calls directed to a called. The special call handling differs from the conventional call handling. For example, after a designated number of rings, the call may be directed to a voice mail system or an answering machine. The direction of the call to the voice mail system or answering machine is an example of special call handling. The called may also configure call handling so that calls directed to the called's phone are forwarded to another telephone number. Such call forwarding is another example of special call handling. “Find me” services are yet another example of special call handling. Such services ring a succession of different phones until the called is located or until the phone call is directed to a voice mail platform or other intelligent servicing platform. A called may configure the “find me” service, for example, so that the call initially rings at a called's office and after a designated number of rings at the called's home. If there is no answer after a designated number of rings at the called's home, the cellular phone of the called is rung. Finally, if this called does not answer the cellular phone after a designated number of rings, the call is directed to a voice mail system.
Special call handling may also entail the direction of calls to a paging system such that a numerical or textual page is generated to the called. Still further, calls may be directed to intelligent service platforms that cause the generation of electronic mail, video mail, or facsimile messages.
Unfortunately, one of the drawbacks of special call handling in conventional systems is that the caller has no control over the special call handling options. The special call handling options are automatically performed. The caller may not wish to have the call handled in accordance with the special call handling options.
The present invention addresses the above-described limitations of conventional systems relative to special call handling. In one embodiment, a caller is advised that a special call handling option is about to be performed, which was a default setting established by the called or the equipment. In this situation the caller has the option of moving sequentially through the special call handling sequence established by the called or skipping around within the established sequence. The caller may have the option of skipping the option or aborting the call. The caller may be prompted to provide a spoken response or to provide a dual tone multi-frequency (DTMF) input to state the preference of the caller relative to the option. In this fashion, the caller is able to provide added control of the call relative to special call handling options.
In another embodiment, the preferences of the caller are stored in the storage and are accessed at the time of placing the call to the called so as to direct special call handling according.
In accordance with another embodiment, prior to placing a call, the preferences of a caller regarding special call handling are identified. The call is placed from the caller to a called, and the special call handling is performed on the call in accordance with the identified caller's preferences.
In accordance with yet another embodiment, a system for providing interactive call handling includes a special call handling unit for providing special call handling for a call from a caller to a called as configured for the called. A caller preference identifier identifies the caller's preferences regarding special call handling of a call and conveys the caller's preferences so as to affect the special call handling of the call.
Disclosed is an approach to facilitate interactive feedback from a caller regarding preferences for special call handling of a call. In a first embodiment, the caller is notified when a call from the caller to a called is to be subject to special call handling. For example, the caller may be advised that the call is about to be redirected to voice mail by presenting an audio message to the caller. The caller may then be given the option of aborting the call or skipping the special call handling option. Thus, for example, the caller may be presented with a voice message that asks the caller to decide whether the caller wishes to skip voice mail or terminate the call. The caller may be prompted to push a button on a push button phone to select the option or may be prompted to provide spoken input that is recognized by speech recognition technology. In this first alternative, the input provided by the caller is recognized and is used to guide the special call handling of the call. Suppose that the caller opts to skip voice mail. In such an instance, the next special call handling option may become the current call handling option (i.e. the active call handling option). The caller may then be notified of the new call handling option and prompted for input.
In a second embodiment, the caller does not directly provide interactive feedback. Instead, caller preferences regarding special call handling are gathered prior to placing a call and stored in a storage. When the caller places a call, these preferences are accessed to guide any special call handling. The caller preferences are automatically taken into account without requiring the caller to provide interactive feedback.
The switch 16 receives calls from the network 10 and forwards calls out to the network 10. In addition, the switch 16 directs internal calls between telephone sets 12, 14 and 24. The switch 16 includes a storage 18 that holds information to guide direction of calls. As will be explained in more detail below, the storage 18 holds information regarding call handling for a caller and may hold additional information as well. The switch 16 is interfaced with an interactive voice response (IVR) unit 20. The IVR unit 20 provides interactive voice response support. The IVR unit 20 is able to generate voice messages, receive spoken input and DTMF input. The IVR unit 20 may be programmed to perform certain application scripts that guide the voice messages and that are output to a caller and guide the collection of input. The IVR unit 20 may include speech recognition technology 21 for recognizing particular spoken input. The switch 16 may also be interfaced with a computer system 28 and a voice mail platform 22. The voice mail platform 22 may have separate voice mail boxes for the respective parties. The facsimile machine 26 may be connected to the switch 16.
Those skilled in the art will appreciate that the depiction of the network 9 in
Referring now to
At step 32, it is determined that the call is to be subject to special call handling at the switch 16. While the switch 16 receives the call from telephone set 12, the switch accesses the storage 18 to determine how the call should be handled. As shown in
It should be appreciated that different phone numbers may have different special call handling options. For example, for extension 60 designate by the number 234, all calls result in the generation of a page that is sent to a pager 27 for the caller as shown by a special call handling option 62. The call handling plan may include forwarding options that direct the call to alternative destinations, as mentioned above. The call handling options may also request custom behavior that otherwise would not be performed during conventional call handling.
At step 34, a notification is generated and sent to the caller and the caller may be prompted for a response. This prompt may be via an audio message generated by the IVR unit 20. This notification advises the caller that a special call handling option is about to be performed. Considering the case where the caller is calling extension 56 designated as 233 for the example depicted in
The caller may be prompted to provide DTMF input. For example, an audio message may advises the caller to press a first push button key to abort the call or a second push button key to skip a special call handling option. The caller may be prompted to push a third push button key to accept the special call handling option. Alternatively, the special call handling option may be automatically performed if the caller does not provide a negative response within a selected period of time.
Those skilled in the art will appreciate that the notification need not be purely an audio message. For example, a facsimile may be sent to the facsimile machine 26 in
Referring now to
Referring now to
Referring now to
At step 74, the call is placed. At step 76, the call is handled by the switch 16 in accordance with the caller preferences.
In the illustrative embodiment, the switch 16 acts as a special call handling unit for providing special call handling for calls according to call handling plans configured for. calleds. The switch 16 and the IVR unit 20 act as a call preference identifier for identifying the caller's preferences and conveying the information to affect the special call handling of the call.
While the present invention has been described with reference to an illustrative embodiment thereof, those skilled in the art will appreciate that various changes in form and detail may be made without departing from the intended scope of the present invention as defined in the appended claims.
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|U.S. Classification||379/211.02, 379/88.19|
|International Classification||H04M3/42, H04M3/436, H04M3/46, H04M3/533, H04M3/54, H04M3/493|
|Cooperative Classification||H04M3/46, H04M3/4211, H04M3/54, H04M3/436, H04M3/493, H04M3/42|
|Sep 16, 1999||AS||Assignment|
Owner name: MCIWORLDCOM, INC., MISSISSIPPI
Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:PORTER, KELVIN;WALLER, CAROL;REEL/FRAME:010260/0034;SIGNING DATES FROM 19990915 TO 19990916
|Jun 17, 2004||AS||Assignment|
Owner name: MCI, INC., VIRGINIA
Free format text: CHANGE OF NAME;ASSIGNOR:WORLDCOM, INC.;REEL/FRAME:014742/0204
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